I came across this interesting interview with Matt Tyson of Peter Tyson’s fame. For those unfamiliar with Peter Tyson Audio Video, they are one of the U.K.’s legendary audio shoppes, with (if memory serves) locations in Gosforth and Carlisle. And they have a big presence on-line as well.
Anyway, Matt talks about training and customer service, among other topics that include the rich history of the company. It’s becoming a universal truth in brick-n-mortar retailing and specialty products – you really have to offer the walk-in customer superior service, which starts with knowing what the hell your products actually do and how they improve the customer’s lifestyle. Without properly trained staff – including the art of selling – you may as well just hire some ex-WalMart store greeters.
This interview resonated with me because our major buying groups here in the states have been pushing education and training as major factors in the success of CI channel members. And along those lines, our group is trying to change the lexicon and use more friendly language as we talk with the design-build community.
Check out the full interview on the Harman Luxury Audio website here.